Help Desk Analyst III

Progressive Recruitment; Waltham (MA); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading staffing company in the United States is seeking a customer support specialist to provide a high level of service and support to internal employees. Responsibilities include troubleshooting network and application issues, managing tickets, and enhancing user satisfaction. Candidates should have experience in customer service, excellent communication skills, and familiarity with ticketing systems. This role offers the opportunity to work in a fast-paced environment while solving complex problems.

Qualifications

• Experience in providing excellent customer service.
• Ability to record interactions and use ticketing systems.
• Troubleshoot network connectivity issues.

Responsibilities

• Provide a concierge level customer experience.
• Communicate technical concepts in simple terms.
• Maintain constant updates for users.

Skills

Customer service excellence

Multi-tasking

Technical communication

Problem-solving

Tools

Service Now

Microsoft Outlook

Wi-Fi troubleshooting tools

Job description

Progressive Global Energy is a world-leading staffing company committed to connecting the right talent with the right opportunity in the diversified energy industry.

We support our clients and candidates’ needs by delivering safe and compliant manpower services quickly and effectively.

Job Description

• Provide White-Glove concierge level customer experience supporting internal employees directly.
• Excellent multi-tasking and time management skills with the ability to thrive in a fast-paced, high pressure environment.
• Provide constant updates to your users to keep them in the loop with where we are with their issue.
• Enjoy meeting people and building relationships.
• Can communicate technical concepts in layman’s terms.
• A sense of urgency, but also the ability to keep your cool.
• Inviting personality
• A burning desire to solve problems.

Qualifications

• Experience in providing excellent customer service
• Ability to take notes and record all interactions and steps taken with the users. Experience with at least one ticketing system (Service Now, Remedy, HEAT, etc)
• Troubleshoot network connectivity issues including; remote access, Wi-Fi, and wired connectivity.
• Supports users on applications and tools within the environment including; Office, Windows, RSA, WebEx, Jabber, Yammer, etc
• Strong understanding of Microsoft Outlook and Outlook Web Access, with experience resolving complex problems and assisting users with advanced functionality.
• Experience supporting mobile devices (IPhones, IPads, etc)
• Working knowledge of Active Directory and basic AD administration
• Strong Windows 7/Windows 10 experience in an Enterprise Environment, Mac experience a plus
• Working knowledge of video collaboration tools (Video Conferencing, Webex)
• Ability to follow proper escalation paths
• Ability to keep work area clean and organized

Additional Information

All your information will be kept confidential according to EEO guidelines.

Please contact: Shane Medrano

832 742 1567